Senior Escalation Engineer, Hypershield (remote)

Cisco
San Jose, South Carolina, North Carolina, West Virginia, New Hampshire, Massachusetts, North Dakota, South Dakota, Pennsylvania, Rhode Island, Mississippi, Connecticut, Colorado, Wyoming, Wisconsin, Delaware, Washington, Virginia, Utah, Oregon, Florida, Oklahoma, Louisiana, Nebraska, California, New Jersey, New Mexico, New York, Arkansas, Michigan, Kentucky, Illinois, Missouri, Montana, Georgia, Indiana, Arizona, Alabama, Nevada, Hawaii, Kansas, Alaska, Maine, Texas, Idaho, Ohio, Iowa
Workplace: RemoteFull timeUSD 160,800 - 214,100 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsEducation: bachelorsSkills: ["Troubleshooting","Incident management","Customer-facing communication","Composure under pressure"]

Own the hardest Hypershield break/fix and reliability cases raised by Cisco TAC, working directly with customers through incident resolution. Diagnose complex production failures across Cisco Nexus N9300 Smart Switch fabric and the on-premises Kubernetes controller enforcing security policy. Localize faults across switching, security services/enforcement, and control-plane layers, reproduce customer failures with engineering, and convert case learnings into runbooks, diagnostics, and product feedback.

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Cisco
Cisco
1 day ago

Senior Escalation Engineer, Hypershield (remote)

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Last checked: 10 hours agoStatus: Live

Job Summary

Own the hardest Hypershield break/fix and reliability cases raised by Cisco TAC, working directly with customers through incident resolution. Diagnose complex production failures across Cisco Nexus N9300 Smart Switch fabric and the on-premises Kubernetes controller enforcing security policy. Localize faults across switching, security services/enforcement, and control-plane layers, reproduce customer failures with engineering, and convert case learnings into runbooks, diagnostics, and product feedback.
Location: San Jose, South Carolina, North Carolina, West Virginia, New Hampshire, Massachusetts, North Dakota, South Dakota, Pennsylvania, Rhode Island, Mississippi, Connecticut, Colorado, Wyoming, Wisconsin, Delaware, Washington, Virginia, Utah, Oregon, Florida, Oklahoma, Louisiana, Nebraska, California, New Jersey, New Mexico, New York, Arkansas, Michigan, Kentucky, Illinois, Missouri, Montana, Georgia, Indiana, Arizona, Alabama, Nevada, Hawaii, Kansas, Alaska, Maine, Texas, Idaho, Ohio, Iowa
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own Hypershield cases raised from Cisco TAC through resolution, engaging customers as incidents require
  • •Diagnose complex production failures using the Hypershield surface across the N9300 Smart Switch fabric and the on-premises Kubernetes controller
  • •Localize faults across switching/forwarding, security services/enforcement, and the control plane
  • •Develop deep understanding of customer architectures/configurations to diagnose failures in unfamiliar environments
  • •Reproduce customer failures, partner with engineering on fixes, and drive systemic improvements (runbooks, diagnostics, knowledge base, product feedback)

Pay and Benefits

Salary: USD 160,800 - 214,100 annually
Perks:Health InsuranceDentalVision401kPaid ParentalLong-term DisabilityPaid HolidaysPaid Leave

Key Requirements

  • •Bachelor’s + 8 years, Master’s + 6 years, or equivalent experience
  • •Experience supporting enterprise customers in a commercial capacity
  • •Production troubleshooting experience with Cisco Nexus/NX-OS (or equivalent major vendor)
  • •Experience localizing failures across layered data-center architecture (switching/forwarding, services/enforcement, or control-plane)
  • •Linux operations and working exposure to containers, Kubernetes, or Virtual Machines (VMs)
Experience:8+ yearsEnterprise networkingCustomer supportKubernetesContainersData centerObservabilityReliabilitySRE
Education:Bachelor's
Skills:TroubleshootingIncident managementCustomer-facing communicationComposure under pressure
Certifications:CCNP Data CenterCCNP EnterpriseDevNet ProfessionalCCIE Data CenterCCIE EnterpriseDevNet Expert
Tech Stack:Cisco HypershieldCisco Nexus N9300 Series Smart SwitchesCisco NexusNX-OSKubernetesLinuxContainersHelmVirtual Machines (VMs)VSphereVXLAN EVPNSmart SwitchNetFlowIPFIXPacket captureFlow telemetryAPIsCisco Nexus Dashboard

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
Glassdoor
Glassdoor: 4.0
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